The right product at the right time is key to success, but there are also other factors to consider in the competitive world of eCommerce. Good customer service is what makes businesses stand out, and can result in loyal customers and repeat purchases. So how can you improve the customer experience?
Including FAQ’s, returns policy and delivery information/charges ensure customers have everything they need to know before making their purchase. Make sure this information is easily accessible and clear so that customers do not spend time searching.
Reviews are a great way for past customers to act as ambassadors for your product so that your new customers don’t have to take your word for it. This is especially useful if your customer is considering a competitor’s product – reviews can often be the deciding factor.
If your product is technical, make sure there is information and advice accessible for the customer at any point during their purchase. This may also make the transaction quicker if they are able to obtain information to make a decision on whether or not they want to purchase your product, without needing to get in touch.
Clear delivery & returns information
Make sure your policy on returns and exchanges is clear to ensure a hassle free process for customers – delivery times and costs should be easily found on the website. According to eCommerce Week, a survey of 1,000 UK consumers showed that 55% are unable to find basic information such as delivery dates on half of the retailers websites that they visit. If they are unable to find the information, 42% move to a competitor.
Quick response times are essential to good customer service. This includes answering email queries within a certain timescale, responding to returns, and also an efficient delivery service. After all, if customers receive the wrong order, or it arrives late, this will impact on both repeat purchases and also a negative reputation. Find out how our order fulfilment service can help.